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Guest Services Representative

2 months ago

Louisville, Kentucky, United States Embassy Suites Louisville East Full time

The Embassy Suites Louisville East is seeking a dedicated and skilled Guest Services Representative who is committed to providing outstanding customer experiences. This position primarily involves evening shifts and offers an opportunity to engage with guests in a welcoming environment. Familiarity with Hilton OnQ is advantageous but not a requirement.

Primary Responsibilities
  • Greet guests with a warm smile and a helpful attitude, engaging in conversations to ascertain their needs and preferences while offering information about hotel amenities and nearby attractions.
  • Facilitate the check-in process efficiently, utilizing a sophisticated computer system to enter and retrieve guest information.
  • Verify essential details such as guest count, duration of stay, and room rates, ensuring appropriate room assignments.
  • Distribute electronic keys, confirm room specifications visually, and provide guests with comprehensive welcome packages.
  • Process credit card authorizations electronically, manage cash transactions, and maintain an accurate house bank.
  • Oversee check-out procedures, ensuring guest accounts are settled in a timely manner.
  • Respond to telephone inquiries promptly and courteously, taking accurate messages and relaying information to guests as needed.
  • Address guest concerns with professionalism, thoroughly investigating issues and offering effective solutions.
  • Maintain composure and attentiveness, particularly in high-pressure situations and during peak hotel activity.